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Carrot Help Centre


Below is some guidance on how the COVID-19 may affect your car insurance policy.

Will I still be able to make changes to my policy?

Yes. If you need to make changes to your policy, such as your address or vehicle, our team of webchat agents will be available 8.30am – 5.00pm Monday to Friday, 9.00am to 1.00pm Saturday. Get in touch using this link

Will my box-fit appointment still go ahead?

Yes. However our usual black box installations partner, RS Connect, has ceased operations at this time, and as a result we will be re-booking all box installation appointments using a combination of a different installations partner, Hyde Park Corner, and the team of highly skilled auto electricians that are employed directly by our sister company, IMS.

Please note that if you have received a text from RS Connect to say your box fit has been cancelled, rest assured that the process now sits with us and we will be in touch as soon as possible to confirm all the details and arrange new times or dates as required. However, in the meantime, Carrot customers’ cars are fully insured as per our policy wording, enabling policyholders to make any essential journeys.

Have you made changes to how boxes are installed because of COVID-19?

With health & safety around COVID-19 in mind, our new installations process is now in place. However, with a reduced number of mobile engineers it may take a little longer than normal to get your installation booked and completed. Once your appointment date has been confirmed by us, here’s what you can expect on the day:

  1. 30 minutes prior to your engineer arriving, you will receive a call to confirm they are on their way. They will ask you to have your key and any required documents ready to leave outside the door once they arrive.
  2. Once the engineer arrives, they will call and advise that they are here and confirm that the keys can now be left outside in a safe place where you and the engineer can easily access them.
  3. The engineer will wear single-use gloves on exiting their van and will come and show you their ID through the window before taking the keys as discussed.
  4. The engineers will wipe down your car keys with antibacterial wipes before using them to enter the insured vehicle.
  5. Next the fit will commence, and the engineer will again wipe down the car door handle and any areas of the car where they will be working. This process will also be repeated on completion of the installation.
  6. Once completed they will call you to confirm this, and then replace the car key and documents in your agreed safe place. If there are any complications mid-install, this can be discussed over the phone with you whilst on-site.

During this ever-changing situation, please be assured that we are still ‘business as usual’ and we will communicate any changes that could affect your policy. We are available on webchat during opening hours to talk through any issues and get things up and running for you as efficiently as possible.

Is it safe for both customers and our engineers to continue installing black boxes at the moment?

Car insurance is a legal requirement, and keeping our customers’ cars road-ready is particularly important for all key workers, volunteers and anyone needing to make essential journeys. Having black-box insurance is often the only cost-effective option for younger, less experienced drivers, and it’s statistically proven to reduce accidents, which in turn reduces pressure on our Emergency Services, which is so critical at a time like this. We’ve significantly changed our processes to ensure all box fits can be done in way that dramatically reduces the risk of infection. Get in touch using LiveChat if you have any concerns or need to rebook your box fit appointment.

Can I still request to receive documents by post?

Not at the moment, we are working hard to keep things running smoothly, however due to our offices now being closed, we aren’t able to print any documents. Please check your email and spam folders or get in touch if you think you should have received something that hasn’t come through.

Can I still purchase Top Up Miles?

Yes. Our team of webchat agents are here for you 8.30am – 5.00pm Monday to Friday, 9.00am to 1.00pm Saturday. Get in touch using this link

What if I have a claim over the next couple of weeks?

Just give us a call on 0333 355 2990. Please be reminded, our Claims Team will only be able to help you with your claim. For other changes or queries, please contact our webchat team.

Due to the COVID-19 situation I am currently struggling to get the requested documents over to you, will my policy be at risk?

No, get in touch with our webchat agents and we will put a note on your policy to delay any reminders.

I’m self-isolating and won’t be driving my car, can I put my insurance on hold?

We aren’t able to put your insurance on hold, but if you feel like you have no other option than to cancel, you need to register your vehicle as off the road (SORN). Once this is done, you will need to send us a copy of your SORN and we will then be able to cancel your policy. The easiest way to send this to us is using webchat –

I’m concerned about paying for my insurance as a result of the Coronavirus

A lot of people are in difficult financial circumstances as a result of the preventative measures taken by the government to tackle the virus. We want to support all of our customers during these difficult times so if you think that you are going to have difficulty paying your monthly installments get in touch with Close Brothers Premium Finance on 0333 321 8567 to discuss your options as soon as possible.

I’m struggling to get my car MOT completed due to the Coronavirus, will be insurance be valid if I can’t get it updated?

MOT test centres are considered key in the COVID-19 Government guidance and in most cases will remain open using additional safety measures. If your MOT expires before the 30th March, unfortunately your vehicle’s insurance will not be valid without an up-to-date MOT certificate, so it’s important you try and get it tested between now and then. If you are unable to obtain a new MOT certificate in this period, you will need to register your vehicle as off the road (SORN) which means you will no longer be able to drive it. Once this is done, you will need to send us a copy of your SORN document and then request that we cancel your policy. The easiest way to send this to us is using webchat – However, if your MOT is due after the 30th March, the Government are introducing legislation to allow extra time for you to get your vehicle tested – please click the link below to see their updated information.

Whilst we’re in lockdown, can I go for a drive by myself to get out of the house for a while?

Whilst there hasn’t been a law passed to prevent this, our recommendation is no. Unless you are key worker that has to travel by car to your place of employment, we have all been told by the Government to leave the house only to do essential grocery shopping and once a day for exercise. The individual risk is low from driving around but the best thing we can do is adhere to the guidelines very strictly to limit the spread of COVID-19, together.

I have been asked to provide my NCD, Driving Licence and proof of address. Do I still need to give them to you?

Yes, if you have had any communication from us requesting documents, please contact us on LiveChat with them as soon as you can.

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